This example is covered in the video. ;) The thing is, at least according to the reporting, even these operations errors are not clearly defined by the messages given by the machine. So, according to franchisees they talked to, all roads lead to the service technician, even if the problem doesn’t need one. That obviously leads to more downtime.
It’s part of the problem because Taylor is incentivized to keep people calling in technicians, which means they deliberately update the machines with error codes even more difficult to understand. (Examples covered in the video too)
Additionally, the video covers that many other chains, such as Wendy’s, use machines from Taylor with no problems. Supposedly, this is something specifically wrong with the model given to McDonald’s, because franchises don’t have a choice to use other models.
When the video came out, about 14% of machines in the US were “broken”, which is pretty terrible for an industry application regardless of the cause!